Financial Hardship Policy

Sky5G Pty Ltd – Financial Hardship Policy
Effective Date: 18th February 2025

  1. Purpose

Sky5G Pty Ltd understands that sometimes customers may face financial hardship due to unforeseen circumstances. This policy outlines how we can assist customers who are having difficulty meeting their financial commitments for telecommunications services.

  1. What is Financial Hardship?

Financial hardship refers to a situation where a customer is willing to pay but is unable to meet their financial obligations due to circumstances such as:

  • Loss of income or employment
  • Illness, injury, or death in the family
  • Natural disaster (e.g., floods, droughts, or bushfires)
  • Family breakdown
  • Domestic or family violence
  • Other reasonable causes
  1. Who Can Apply?

This policy applies to both residential and small business customers of Sky5G who are experiencing temporary or ongoing financial hardship.

  1. How to Apply

You can apply for hardship support by contacting our Customer Support Team:

  • Phone: 1300 413 783
  • Email: support@sky5g.com.au
  • Website Application: https://www.sky5g.com.au/financial-hardship-application/
  • Mail: Sky5G Pty Ltd, PO Box 21, Richmond QLD 4822

Our team may ask for supporting documents to assess your situation (e.g., a letter from a financial counsellor or income statements). You are not required to disclose specific personal details unless you choose to.

  1. Assessment Process

We will assess your request within 5 business days of receiving it. We consider each case individually and may take into account:

  • Your account history with Sky5G
  • The amount owing
  • Any documentation you provide
  • Your current service usage

We may ask you to enter into a hardship arrangement, which could include:

  • A flexible payment plan
  • Temporary service suspension or restriction
  • Waiving or reducing late fees
  • Reviewing your plan for a more affordable option

If you are a victim survivor of domestic violence or family violence, you are not required to provide evidence to support applications for financial assistance.

  1. Payment Plans

If a payment arrangement is agreed upon, it may include:

  • An initial payment (if possible)
  • Regular affordable payments over a defined period
  • A review date to reassess the arrangement if needed

Failure to meet an agreed payment plan without contacting us may result in cancellation of the arrangement and resumption of debt recovery actions.

  1. Privacy and Confidentiality

We treat all financial hardship matters with the strictest confidence. Your personal and financial information will only be used for assessing your application and will be handled in accordance with our Privacy Policy.

  1. Your Rights

You have the right to:

  • Apply for financial hardship support at any time
  • Receive a written copy of your agreed payment plan
  • Access free, independent financial counselling (see contact list below)
  • Lodge a complaint if you are dissatisfied with the outcome
  1. Financial Counselling Services

For independent advice and support, you can contact:

  1. Complaints

If you are unhappy with how we have handled your hardship request, please contact our Complaints Team via:

  • Email: complaints@sky5g.com.au
  • Phone: 1300 413 798

If you have a hearing or speech impairment, you can call us via the National Relay Service:
TTY users: Call 13 36 77, dial 0, then ask for 1300 306 126

Speak and Listen users: Call 1300 555 727 then ask for 1300 306 126
Internet relay users: Visit the NRS website (https://nrschat.nrscall.gov.au/nrs/internetrelay) and
enter 1300 306 126

If you are not satisfied with the outcome, you can contact the Telecommunications Industry Ombudsman (TIO) at 1800 062 058 or www.tio.com.au.

Translation into Different Languages
If you require this policy translated, you can contact the Translating and Interpreting Service (TIS National) via their website here – https://www.tisnational.gov.au/ or call them on 13 14 50